Going from good to great in customer experience - Interview with Rachel Haworth of Coventry Building Society

Going from good to great in customer experience - Interview with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had, what it takes to have the highest customer satisfaction of any major bank or building society in the UK and what life is like with no targets.